Misrepresentation

In July 2007, I was involved in a minor car accident. My automobile insurance (GEICO) agent informed me over the telephone that my insurance does not include coverage for rental cars. My insurance agent did tell me that I would be entitled to a “discounted rate.” I took my car for repairs at a GEICO recommended body shop. An Enterprise Rent-a-Car representative was on site to assist costumers wishing to rent a vehicle.

The Enterprise agent on site asked if I was renting a car. I informed the agent that I was not renting a car b/c my insurance wouldn't cover it. The Enterprise agent told me that my insurance would cover the cost of the rental car. I told him that a GEICO agent had already informed me that rental car coverage was not included in my insurance policy. I also told him that I would only be entitled to a “discounted rate.” The Enterprise agent expressed disbelief and then told me he would “double check.” Whereupon, he left the room for a brief period of time, I assumed to discuss with GEICO personnel on site or to make a phone call to the proper agent/agency. The agent then told me that basically, I was right, my insurance only grants me a discounted rate; but the discounted rate left me with nothing to pay (actually he stated the discount left something like 5 cents a day, an amount I would not be charged for). Armed with that information, I decided to rent the car. I signed a rental car agreement and handed over my credit card information. I drove the rental car from July 13- July 19, 2007. I returned the car without incident. I was not charged any amount.

One month after these events, I received two voicemail messages from an Enterprise representative stating that GEICO denied the rental car coverage claim and Enterprise had deducted $173.59 from my account. I was given no opportunity to verify the amount, nor was I even given the opportunity to change my method of payment. I called Enterprise several times to discuss the withdrawal. I was told by two employees that a manager would look over my file and call me back. Noone called me back. After numerous calls to GEICO and the body shop, I learned that the Enterprise agent never "double check[ed]" with anyone. Moreover, I learned that GEICO denied Enterprise’s claim on July 17, 2007; two days before I returned the car. Yet I was not informed of the denial at that time, nor was I informed of the denial at the time I returned the car on July 19, 2007. Not once during this time have I been able to contact a helpful Enterprise representative. I believe that I am protected by law from this type of deceptive and misleading conduct. I have filed a calim with the Better Business Bureau and am contemplating filing a lawsuit alleging various violations of the Tennessee Consumer Protection Act.

I believe Enterprise Rent-a-Car should be responsible for the rental car charges because one of their agents made a false and misleading representation which formed the basis of the contract. I relied on that information in deciding to even rent the car. As such, I am protected from being liable for a charge I would never have incurred but for Enterprise’s false, misleading and deceptive statement. I am interested if anyone else out there has a similar complaint.

[Robert]

Originally Posted by Memphis customer

In July 2007, I was involved in a minor car accident. My automobile insurance (GEICO) agent informed me over the telephone that my insurance does not include coverage for rental cars. My insurance agent did tell me that I would be entitled to a “discounted rate.” I took my car for repairs at a GEICO recommended body shop. An Enterprise Rent-a-Car representative was on site to assist costumers wishing to rent a vehicle.

The Enterprise agent on site asked if I was renting a car. I informed the agent that I was not renting a car b/c my insurance wouldn't cover it. The Enterprise agent told me that my insurance would cover the cost of the rental car. I told him that a GEICO agent had already informed me that rental car coverage was not included in my insurance policy. I also told him that I would only be entitled to a “discounted rate.” The Enterprise agent expressed disbelief and then told me he would “double check.” Whereupon, he left the room for a brief period of time, I assumed to discuss with GEICO personnel on site or to make a phone call to the proper agent/agency. The agent then told me that basically, I was right, my insurance only grants me a discounted rate; but the discounted rate left me with nothing to pay (actually he stated the discount left something like 5 cents a day, an amount I would not be charged for). Armed with that information, I decided to rent the car. I signed a rental car agreement and handed over my credit card information. I drove the rental car from July 13- July 19, 2007. I returned the car without incident. I was not charged any amount.

One month after these events, I received two voicemail messages from an Enterprise representative stating that GEICO denied the rental car coverage claim and Enterprise had deducted $173.59 from my account. I was given no opportunity to verify the amount, nor was I even given the opportunity to change my method of payment. I called Enterprise several times to discuss the withdrawal. I was told by two employees that a manager would look over my file and call me back. Noone called me back. After numerous calls to GEICO and the body shop, I learned that the Enterprise agent never "double check[ed]" with anyone. Moreover, I learned that GEICO denied Enterprise’s claim on July 17, 2007; two days before I returned the car. Yet I was not informed of the denial at that time, nor was I informed of the denial at the time I returned the car on July 19, 2007. Not once during this time have I been able to contact a helpful Enterprise representative. I believe that I am protected by law from this type of deceptive and misleading conduct. I have filed a calim with the Better Business Bureau and am contemplating filing a lawsuit alleging various violations of the Tennessee Consumer Protection Act.

I believe Enterprise Rent-a-Car should be responsible for the rental car charges because one of their agents made a false and misleading representation which formed the basis of the contract. I relied on that information in deciding to even rent the car. As such, I am protected from being liable for a charge I would never have incurred but for Enterprise’s false, misleading and deceptive statement. I am interested if anyone else out there has a similar complaint.

Memphis, what probably happened was a new e-chimp (rental agent) did not go through the proper procedures of an insurance rental. It is odd that he talked to GEICO and still did that, that's the hard part to understand. Do you remember how much your daily rate was and if you purchased additional coverages? You are going down the right route with complaints, keep that up. If things continue not to go your way, I would recommend taking the matter up with an area manager and work your way up the ladder. ALWAYS, make it look like the e-chimp was in the wrong though. You can even embellish a little about how rude he was, how unprofessional he looked, etc. to add a little more zing to the situation. Good luck to you and keep us posted, you have alot of patience. I would have long ago sent a brick through the office window for this foul-up.

Originally Posted by Memphis customer

In July 2007, I was involved in a minor car accident. My automobile insurance (GEICO) agent informed me over the telephone that my insurance does not include coverage for rental cars. My insurance agent did tell me that I would be entitled to a “discounted rate.” I took my car for repairs at a GEICO recommended body shop. An Enterprise Rent-a-Car representative was on site to assist costumers wishing to rent a vehicle.

The Enterprise agent on site asked if I was renting a car. I informed the agent that I was not renting a car b/c my insurance wouldn't cover it. The Enterprise agent told me that my insurance would cover the cost of the rental car. I told him that a GEICO agent had already informed me that rental car coverage was not included in my insurance policy. I also told him that I would only be entitled to a “discounted rate.” The Enterprise agent expressed disbelief and then told me he would “double check.” Whereupon, he left the room for a brief period of time, I assumed to discuss with GEICO personnel on site or to make a phone call to the proper agent/agency. The agent then told me that basically, I was right, my insurance only grants me a discounted rate; but the discounted rate left me with nothing to pay (actually he stated the discount left something like 5 cents a day, an amount I would not be charged for). Armed with that information, I decided to rent the car. I signed a rental car agreement and handed over my credit card information. I drove the rental car from July 13- July 19, 2007. I returned the car without incident. I was not charged any amount.

One month after these events, I received two voicemail messages from an Enterprise representative stating that GEICO denied the rental car coverage claim and Enterprise had deducted $173.59 from my account. I was given no opportunity to verify the amount, nor was I even given the opportunity to change my method of payment. I called Enterprise several times to discuss the withdrawal. I was told by two employees that a manager would look over my file and call me back. Noone called me back. After numerous calls to GEICO and the body shop, I learned that the Enterprise agent never "double check[ed]" with anyone. Moreover, I learned that GEICO denied Enterprise’s claim on July 17, 2007; two days before I returned the car. Yet I was not informed of the denial at that time, nor was I informed of the denial at the time I returned the car on July 19, 2007. Not once during this time have I been able to contact a helpful Enterprise representative. I believe that I am protected by law from this type of deceptive and misleading conduct. I have filed a calim with the Better Business Bureau and am contemplating filing a lawsuit alleging various violations of the Tennessee Consumer Protection Act.

I believe Enterprise Rent-a-Car should be responsible for the rental car charges because one of their agents made a false and misleading representation which formed the basis of the contract. I relied on that information in deciding to even rent the car. As such, I am protected from being liable for a charge I would never have incurred but for Enterprise’s false, misleading and deceptive statement. I am interested if anyone else out there has a similar complaint.

Do you have a copy of the contract with the rates? That should clear the matter up in no time.

Thanks for the advice, Robert. I am awaiting a phone call from an area manager. I won't hold my breath, though....

Memphis bbq: As for the contract--I do not have a copy of it at the moment, but am going to have a copy of it faxed to me. I believe the terms of the contract may be void, if I based my decision to enter into the contract on false/misleading information. So I'm not sure that the contract will end all debate. But does anyone know whether Enterprise can just deduct funds like that without express authorization, one month after the car was returned without incident?

Originally Posted by Memphis customer

Thanks for the advice, Robert. I am awaiting a phone call from an area manager. I won't hold my breath, though....

Memphis bbq: As for the contract--I do not have a copy of it at the moment, but am going to have a copy of it faxed to me. I believe the terms of the contract may be void, if I based my decision to enter into the contract on false/misleading information. So I'm not sure that the contract will end all debate. But does anyone know whether Enterprise can just deduct funds like that without express authorization, one month after the car was returned without incident?

Yes, ERAC can and will hit your card for the funds. When you returned the car, did you just drop it off at the body shop or did a real person check the car in?

This happens all the time. You stand a good chance of getting your money back with the information you provided. If the area manager calls you back, let him or her really have it. And better yet, try to get something on top of your refund like a free weekend rental since they did not satisfy you completely as a customer and you were misled by a questionable rental jockey.

I just dropped the car at the body shop. Does that make a difference?

Originally Posted by Memphis customer

I just dropped the car at the body shop. Does that make a difference?

actually, it does.
akin to renting a movie and dropping it off at mcdonalds.
it pisses off employees and gives ERAC the upper hand to charge your CC
if you had taken it to the rental location, they would have informed you of the charge. at that point you could have argued your case for non-payment, and chances are you would have won, saving yourself all this hassle
next time you rent a car, i suggest returning to the erac location, regardless of what they tell you.

Originally Posted by cardinal woosley

actually, it does.
akin to renting a movie and dropping it off at mcdonalds.
it pisses off employees and gives ERAC the upper hand to charge your CC
if you had taken it to the rental location, they would have informed you of the charge. at that point you could have argued your case for non-payment, and chances are you would have won, saving yourself all this hassle
next time you rent a car, i suggest returning to the erac location, regardless of what they tell you.

He's right.

[hekiliko'olau]

Originally Posted by cardinal woosley

actually, it does.
akin to renting a movie and dropping it off at mcdonalds.
it pisses off employees and gives ERAC the upper hand to charge your CC
if you had taken it to the rental location, they would have informed you of the charge. at that point you could have argued your case for non-payment, and chances are you would have won, saving yourself all this hassle
next time you rent a car, i suggest returning to the erac location, regardless of what they tell you.

Next time you rent a car, I suggest renting it from another company.